Days after a personal loss, grieving is often delayed. The family is still trying to process what happened. But there are still forms to complete, documents to recover, and calls to be made, mundane things in a shattered environment.

Mariel T. Tolentino and her family faced a similar situation when her sister was involved in an accident last year. Maye, as she is called by friends, recalled that that difficult period not only took an emotional toll on them, it also resulted in a financial burden.

The 29-year-old registrar from Bulacan did not know how they could manage everything in the face of the tragedy. It was nothing short of a blessing when she remembered purchasing Malayan Insurance’s Student Protect 30, a group personal accident insurance issued via MLhuilier General Insurance Agency, a little over a month ago.

Not knowing exactly where to begin, she reached out to the Malayan Insurance branch, where she was connected to branch assistant Janine Caranto.

Janine has been working in the insurance industry for nearly 11 years, and she understood that most clients reach out during the difficult moments in their lives.

She knew that Maye needed someone to hold her hand through the process, patiently explaining the requirements and documents needed.

“I believe in putting yourself in the client’s shoes and treating everyone with kindness and concern, as we often do not know the full extent of the struggles they are facing,” Janine said.

To ensure seamless communication, the two women connected via social media and messaging platforms. Janine took the initiative to frequently update Maye on her transaction while providing her with clear, consistent instructions on how to go about the corresponding requirements.

More importantly, Janine used the connectivity to show genuine care and concern for Maye and her family. Beyond the claims processing, she made it a point to regularly check on how they were coping with the loss.

It was, in many ways, a story about two women. One trying to hold her family together, the other quietly helping her navigate everything that came after. There were no grand gestures, just patience, empathy, and the willingness to help someone through a difficult time.

“Ms Janine helped me process all required documents. Her support made a big difference because I did not feel alone during such a painful time. The support helped us regain a sense of stability,” Maye recalled.

For Janine, it was part of the job, or helping people navigate through tough times, one claim at a time. But for Maye and family, it was something they would not forget: that during one of the crucial moments of their lives, someone helped them move forward.

This Women’s Month, we recognize the quiet strength, compassion, and resilience of women like Maye and Janine. Women prepared to embrace responsibilities, support their families, and show up for others during life’s most difficult moments.

Because in those moments, what makes a difference is knowing that someone is there to help you take the next step.